Our Services

For an overview of Ombudsman services provided in Fiscal Year 2017 view our

For detailed information on the services provided by the Ombudsman Program during Fiscal Year 2017 view our

Complaint Processing

A principal function of the Ombudsman Program is to investigate and work to resolve complaints made by or on behalf of long-term care residents. In our complaint handling, ombudsmen respect resident and complainant confidentiality and focus complaint resolution on the resident’s stated wishes.

A complaint is defined as information regarding action, inaction, or decisions that may adversely affect the health, safety, welfare, or rights of residents which is brought to the attention of a long-term care ombudsman and to which the ombudsman responds in order to address the adverse effect on residents.

The Home Care Ombudsman serves as an independent voice and advocates for individuals participating in the Money Follows the Person (MFP) demonstration program in the community. The Home Care Ombudsman advocates on behalf of MFP participants to resolve complaints related to the MFP program, Medicaid waiver services and how these services are provided. For further information view HCO brochure

Community Outreach and Education

Ombudsmen educate the community on subjects including the rights of residents, the services of the Ombudsman Program, facility regulation and enforcement, resident care practices, and abuse. Ombudsmen make presentations to churches, classrooms, civic clubs, senior groups, public and private agencies, and other interested parties. In addition to presentations, ombudsmen provide information through professional newsletters, the news media, publications, and the world wide web. Click here to request a speaker or information.

For detailed information on LTCO Community Outreach and Education during Fiscal Year 2015 view our Annual Report.

Ombudsman Advisory Councils

Ombudsmen meet regularly with Advisory Councils to improve operations of the Ombudsman Program, discuss long-term care issues, and network in order to resolve identified problems.

Ombudsmen work closely with social services, regulatory, advocacy, policy-making, law enforcement, and other organizations — all with the goal of improving the lives of Georgians needing long-term care.

For detailed information on LTCO Interagency Coordination during Fiscal Year 2017 view our

Resident and Family Councils

Ombudsmen help residents and family members establish resident and family councils in nursing homes and larger personal care homes. We participate in resident and family council meetings as speakers, observers, and resource persons.

For detailed information on LTCO activities with Resident and Family Councils during Fiscal Year 2017 view our

For detailed information on LTCO In-Service Education to Facility Staff during Fiscal Year 2017 view our

Volunteer Management

State Office staff and community programs work together to manage volunteers. Certified “LTCO Volunteers” are trained to investigate and resolve complaints. “Volunteer Visitors” visit residents in coordination with the community program, but are not authorized to handle complaints. When Volunteer Visitors learn of complaints they request that a Certified Ombudsman contact the complainant to handle the investigation and resolution. To volunteer or for other information click here.